VOOCALY REFUND & CANCELLATION POLICY
This Refund & Cancellation Policy governs subscription billing, trial periods, and refund requests for Voocaly.
All purchases and financial transactions are fulfilled and processed by Paddle, our authorized Merchant of Record and reseller.
Table of Contents
01. Merchant of Record & Financial Structure
All subscriptions, character credit purchases, and enterprise plans on Voocaly are billed and fulfilled by Paddle (Paddle Payments Ltd / Paddle.com Inc.) as Merchant of Record and reseller.
Paddle is the legal merchant on all customer invoices, payment receipts, and credit card statements. Your purchase is governed by Paddle Buyer Terms and Conditions.
02. Free Trial & Billing Evaluation
Where a free trial is offered under the applicable Paddle price configuration, the applicable trial duration and billing terms are presented during checkout.
- Zero Due Today: Where an active trial applies, you are charged $0.00 at initial checkout. You have immediate access to test neural voices, generate audio, and evaluate custom voice cloning during the trial window.
- Risk-Free Cancellation: You can cancel your subscription at any time during the trial via the in-app Billing Portal (
/api/portal). If you cancel before the trial concludes, recurring charges are prevented and your payment method will not be billed the recurring subscription price.
03. Subscription Cancellation Mechanics
Self-Service: You may cancel your subscription with a single click in your Account Settings or via the in-app Billing Portal (/api/portal).
Active Access Through Period End: Cancellation stops the subscription from renewing for a future billing period. Unless otherwise stated at checkout or required by applicable law, your existing paid access continues until the end of the applicable prepaid billing period. We do not terminate active paid access mid-cycle upon cancellation.
04. Digital Services & EU/UK Statutory Cooling-Off
Under European Union Directive 2011/83/EU and the UK Consumer Contracts Regulations, consumers typically have a 14-day statutory right of withdrawal from distance contracts.
At checkout, you consent to immediate digital performance upon purchase or trial expiration. Because neural speech generation consumes dedicated compute resources immediately upon request, the statutory withdrawal exception may apply once generation has commenced. The exact scope of any withdrawal-right exception depends on your jurisdiction, the checkout flow, and the nature of consent provided.
Nothing in this section limits or excludes any non-waivable statutory consumer protections.
05. Automated & Discretionary Refund Criteria
The table below sets forth the criteria utilized by Voocaly's automated and discretionary platform refund evaluation engine (/api/paddle/refund) backed by Paddle's transaction API. Eligibility under this automated engine is evaluated against elapsed time, character usage, custom voice clone creation, and plan allowance:
Statutory Consumer Rights & Paddle Buyer Terms Carve-Out:
Nothing in this policy limits or excludes any mandatory consumer, withdrawal, refund, chargeback, or other statutory rights that apply to you under applicable law or under Paddle's applicable buyer terms. Automated refund criteria, statutory consumer rights, Paddle's contractual terms, and chargeback rights operate independently.
| Policy Tier | Time Window | Usage Cap | Gross Basis |
|---|---|---|---|
| Golden Window | ≤ 72 hours (3 days) | 0% (0 chars generated) | 100% |
| Early Evaluation | ≤ 72 hours (3 days) | ≤ 5% monthly allowance | 85% |
| Extended Grace | 4 to 7 days (168h) | ≤ 10% monthly allowance | 70% |
| Standard Grace | 8 to 14 days (336h) | ≤ 10% monthly allowance | 50% |
| Discretionary Window | ≤ 14 days (336h) | 10% to 25% allowance | 30% |
Transaction Processing Deductions:
In accordance with payment processor charges, approved refunds are calculated net of non-refundable transaction processing costs: a fixed administrative fee of $0.50 USD plus a 5.00% payment processing fee (calculated against the original transaction amount). These non-refundable deductions are subtracted from the gross refundable basis to determine the net refund. Net refunds resulting in $0.00 or less cannot be issued.
06. Non-Refundable Circumstances
Except where required by non-waivable statutory consumer law, refunds will not be granted under the following conditions:
- Voice Clone Generation: Because voice model cloning incurs immediate, irreversible neural acoustic compute expenses, accounts that have created one or more custom AI voice clones are ineligible for automated refunds.
- Excessive Usage: Consumption of greater than 25% of your plan's monthly character allowance during the billing period.
- Expired Window: Transactions older than fourteen (14) calendar days.
- Policy Suspensions: Accounts suspended or terminated for violations of our Acceptable Use Policy or Voice Safety Policy.
- Subjective Artistic Dissatisfaction: Dissatisfaction with natural voice timbre, inflection, or artistic style where standard studio previews and the free tier were available prior to purchase.
07. How to Submit a Refund Request
To submit a refund request:
- In-App: Navigate to Account Settings → Manage Billing → Request Refund (
/api/paddle/refund); OR - Email: Contact support@voocaly.com with the subject line "Refund Request - [Account Email]" and include your Paddle Transaction ID.
We review and respond to all manual refund requests within two (2) business days. Approved refunds are credited back to your original payment method by Paddle within 5–10 business days.
Acceptable Use Policy has moved to a dedicated page
In accordance with global governance standards, our complete Acceptable Use Policy is now published at its own canonical URL.
View Acceptable Use PolicyVoice Safety & Voice Cloning Policy has moved to a dedicated page
Our strict rules regarding speaker authorization, zero-shot audio isolation, and anti-impersonation standards are now published at their own canonical URL.
View Voice Safety PolicySecurity Architecture & Controls Statement
Detailed disclosures regarding encryption, authentication tokens, rate limiting, and payment security are published in our Security Architecture overview.
View Security Statement